Log in issue authenticator

Question

I am trying to log in to an account on my authenticator app, but it is asking me to authenticate when i try sign-in, and i obviously cant because im already using the app

Answer 1

This loop happens when the same Microsoft Authenticator account is required to approve its own sign-in. To break the cycle, use a different verification method or have an admin reset your MFA so the app can be set up again from scratch.

Use these approaches based on the type of account:

1. Try another MFA method (if configured)

• On the sign-in screen where Authenticator approval is requested, choose the option like Use a different verification option / I can’t use my Microsoft Authenticator app right now.
• Approve using SMS, a phone call, or email (whichever is offered and already configured).
• After signing in, go to your security/MFA settings and reconfigure Microsoft Authenticator so it no longer depends on the old registration.

2. If this is a work or school account and you cannot use any alternative method

• Contact your organization’s IT admin or Help desk and ask them to reset your MFA registration.
• Admin steps (summary from context):
  1. Sign in to the Microsoft Entra admin center.
  2. Go to Identity → Users → All users.
  3. Select the affected user.
  4. Open Authentication methods.
  5. Select Require re-register multifactor authentication.
• After the reset, sign in again and register the Authenticator app using the new QR code.

3. If you are the only admin and locked out of a business tenant

• Call Microsoft support using the Customer service phone numbers - Microsoft Support page and ask for the Data Protection team to perform a tenant admin MFA reset, stating that you are the only administrator and are locked out due to Authenticator.
• As an alternative, create a temporary trial tenant, go to its admin center, and open a support ticket asking the Data Protection team to help recover the original tenant, as described in the context.

4. If you see “Authentication did not complete” while trying to approve

• Ensure the Authenticator app is unlocked.
• Turn on notifications for Authenticator and check that they are not silenced.
• Update to the latest version of Microsoft Authenticator.
• Make sure the device has a working internet connection and correct date/time settings.

If none of the above options are available and there is no admin who can reset MFA, recovery must be handled by Microsoft support (for business tenants) or via the account recovery process for personal accounts.

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References:

• Authenticator Did Not Complete Login
• Using Outlook mobile to sign in
• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Cannot authenticate with E-mail when logging into Microsoft Authenticator(iOS). - Microsoft Q&A
• I have a Micrsoft business account and I am the admin and the only user registered under this account. I can't log in because i have replaced my phone and the authenticator doesn't work. - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Reset Personal Azure MFA - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A